Kring1
lvl.3
Flight distance : 161073 ft
United States
Offline
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I think DJI might be loosing out on both a revenue stream and a way to take care of it's customers by not offering ANY extended or improved warranty options. I have my first drone (Mini 3 Pro) and something is wrong with the camera and it's a WARRANTY issues (not damage) I found out that CareRefresh does nothing for warranty support and because DJI service facility is on the west coast and they issue the shipping both ways. Us east coast customers are in a bind, it's one full month to get a warranty repair (10 day coastal transit to return to DJI, 8-14 day repair time, 10 day return shipping to customer).
DJI not offering any improved warranty options is at minimum a substantial loss of revenue opportunity, but also a ding for customer satistfaction. Nearly every single company I know of in technology consumer goods offers advanced support options. Express repairs, faster shipping, cross-ship repairs, extended warranty, etc... all options that a percentage of your customers would pay for, but you don't offer it. it's also VERY easy to offer this as it's just establishing a product offering on paper and changing internal processes and support models.
You could do a simple add-on at purchase to upgrade warranty, offer it for sale within 30-days of purchase at time of registration, or make it a point-in-time service when a customer needs faster turnaround, or bake it into DJI CareRefresh in a way that doesn't penalize and place the burdon of "warranty" cost on the customer by making them burn 1 of 2 accidental damage claims. DJI CareRefresh is NOT a warranty service, it's an expendible and limited replacement service for FlyAway's or accidental damage - this is great (I boght it), but this level of service usally comes AFTER having upgradable warranty options.
So having a new drone, paid for DJI CareRefresh, I experience a defect/warranty issue and I'm waiting a month to get it service with NO option. I'm heading out on a cross country trip and my drone is sitting in warranty repair and I won't have it for my trip. (the main reason I bought the drone for two trips this fall)
Overall, disappointed in the warranty repair process, especially for a brand new drone. I easily would have paid for better warranty options.
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